Refund & Dispute Policy

GuardPe is a technology intermediary that facilitates transactions between buyers and sellers. We do not own, sell, or hold inventory of any goods or services. All sellers are independent third parties solely responsible for the products and services they offer, including delivery, quality, and compliance with applicable laws.

Refunds may be approved only in the following cases:

• Non-delivery — Goods or services were not delivered within the promised timeline.
• Misrepresentation — Material misrepresentation of the product or service features, condition, or specifications.
• Mutual agreement — Mutual written agreement between the buyer and seller to cancel the transaction.
• Duplicate payment — Valid duplicate payment confirmed by our payment partner.

Refunds will not be approved for buyer's change of mind, unless the seller's individual refund policy explicitly allows it.

3.1 Buyers must raise a dispute within 7 days of the transaction date via the Platform's in-app dispute portal.

3.2 Disputes must include all relevant evidence: order ID, transaction screenshot, delivery proof (or lack thereof), and a clear description of the issue.

3.3 Both buyer and seller will be given 48 hours to submit supporting evidence for their position.

3.4 The Platform will review all evidence and share a resolution decision within 5 business days of receiving complete information.

• Disputes are reviewed within 5 business days of all required evidence being submitted.
• Approved refunds are processed within 3–5 business days via the original payment method.
• Settlement adjustments for sellers are reflected in their next payout cycle.

Sellers are required to:

• Respond to dispute notices within 48 hours of receipt.
• Provide valid proof of delivery or fulfillment (e.g., courier tracking, service completion certificate).
• Honor all valid refund approvals and bear the full cost of the refund.
• Maintain their own refund policy, which must be clearly disclosed to buyers at the time of purchase.

Failure to comply may result in account suspension, withholding of settlement amounts, or termination of seller access.

GuardPe acts solely as a facilitator for dispute resolution. Our role is limited to:

• Providing a communication channel between buyers and sellers.
• Reviewing evidence submitted by both parties.
• Sharing a neutral resolution decision based on submitted evidence.

We do not guarantee refunds, nor are we liable for sellers' failure to fulfill orders, deliver goods, or process valid refunds. We make no warranties regarding the quality, safety, or legality of any seller's goods or services.

All payments are processed via our authorized payment partner, Zoho Payments. GuardPe does not hold any user funds, and does not operate an escrow, wallet, or payment holding service. Payment processing is subject to Zoho Payments' terms and conditions.

We reserve the right to:

• Suspend or terminate user accounts suspected of fraud, money laundering, or violation of applicable laws.
• Withhold settlement amounts pending investigation of fraudulent activity.
• Report suspected illegal activity to relevant Indian regulatory authorities (e.g., RBI, ED, local police).